Hello,
I am happy to answer all questions!
In regard to our general return policy, if you're referring to rental items, you have two business days from the date of receipt to have the item in return transit (this means UPS has scanned the return label barcode) to be eligible for a full refund, regardless of the reason.
If a rental item is returned before the term is up (let's say you rent it for a month but send it back after two weeks), please let Customer Service know and we will calculate and issue a pro-rated store credit.
If you're referencing a Private Sale purchase, the general return policy is 14 days from the date of receipt for store credit. We do not issue credit card refunds for Private Sale returns.
Now, if something is WRONG with the item (damaged, defective, etc.) or if something went wrong due to AVELLE, we of course will make an exception. We handle most scenarios on a case-by-case basis. We will do whatever makes sense for that particular customer and that particular scenario; we will do whatever will make the customer the most satisfied.
In regard to inauthentic items, if a customer claims they received a "fake" item, we typically ask them to return it here to our Seattle office. It is then inspected by myself, our VP of Operations, and our VP of Merchandising. We sometimes use outside resources as necessary. Once the item is deemed authentic, we notify the customer and it is up to her if she wants us to send it back or if she wants to simply return it and purchase something else.
We would never charge a customer for verifying authenticity. If the customer thinks it's not real we take it seriously and authenticate it and then follow the procedure I outlined above.
As the Customer Service Manager, it is my job to ensure that every customer, current or potential, has a positive experience and I work closely with any customers who have any issues to make sure they're resolved in a timely manner and to the satisfaction of said customer.
I truly hope I've answered everyone's questions and concerns. Please don't hesitate to let me know if there's anything I else I can do for you.
Thank you,
Erin
Customer Service Manager
AVELLE | The New Bag Borrow or Steal
866.922.2267
